Last year, the manager of the service department at East Woods. Ford instituted a customer to find out whether the work had been done satisfactorily and how service could be improved. After a year of gathering data, the assistant discovered that the complaints could be grouped into the following five categories: Complaints Frequency Unfriendly atmosphere …………5 Long wait for service ………….17 Price too high …………….20 Incorrect bill ……………..8 Needed to return to correct problem ……50 Total 100 a. Draw a bar chart and a Pareto chart to identify trhe significant service problems. b. Use a cause-and-effect diagram to identify potential causes of complaints.

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